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This study takes a holistic view on new service development (NSD) tools. A thorough literature review was conducted to identify the commonly used NSD tools, together with their purposes, strengths and weaknesses. We executed a large-scale survey among Singapore financial institutions to offer empirical evidences regarding NSD tools usage patterns, their impacts on NSD performance, and the contingencies...
A competitive advantage, generally, can be gained if a firm produces a product that not only addresses what the customer values most, but also performs better than its competitors in terms of quality, cost, and timeliness. However, these two factors, namely, the customer needs and competitors?? performance, change over time, and yet most product design processes seem to have oversimplified this fact...
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